Kano모형을 이용한 물류서비스품질의 분류

Abstract

The importance of quality logistics service has kept growing in fierce competitions. Accordingly, many have tried to assess the logistics service quality and attempted to propose the strategic ways to manage it. However, it has been known that service quality is a multi-dimensional construct and not all quality attributed are viewed as equally important to customers. In other words, each quality attribute has different implications for customer satisfaction. To this respect, the current study attempted to identify the satisfying/dissatisfying quality factor through the Kano approach. In so doing, several satisfying and dissatisfying quality factors in logistics service quality were identified. Further, several academic and practical implications for logistics service quality were proposed.